Manager of Customer Success

About Zone & Co
Zone is reinventing the way companies approach back-office excellence, empowering finance leaders and their teams to scale and thrive in today's dynamic business landscape. Our highly flexible platform enhances out-of-the-box ERP capabilities, offering maximum visibility and control over company operations. From complex billing & revenue recognition to AP automation and advanced FP&A reporting, Zone's unified platform integrates seamlessly with leading ERP software, adapting precisely to evolving needs. Trusted by over 3,000 customers worldwide, Zone & Co is committed to delivering real-world solutions that deliver tangible results for its customers. Headquartered in Boston, MA, with hubs across Europe, North America, Australia, and Asia, we're dedicated to shaping the future of enterprise back-office management.
For more information, please visit: www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.
Position Summary:
As a Manager of Customer Success, you will lead and inspire a team of talented Customer Success Managers (CSMs) to deliver exceptional client support while driving retention, adoption, and growth. You'll oversee both high-touch engagement for key strategic accounts and scaled digital support for clients managing over 200 accounts each. By fostering a customer-centric culture, you'll create tailored success plans, address challenges proactively, and champion initiatives that transform satisfied clients into enthusiastic brand advocates.
In this dynamic role, you'll balance strategic oversight with hands-on support to cultivate long-term customer loyalty, ensuring seamless, high-quality experiences that maximize the value of our product offerings.
Responsibilities:
Team Leadership & Development:

• Coach and mentor CSMs to achieve individual and team goals in customer retention, adoption, and growth.
• Promote a culture of excellence by ensuring the team has access to tools, resources, and training for success.

Customer Engagement & Success:

• Develop and execute strategies to engage with customers proactively at both strategic and scaled levels.
• Oversee onboarding processes to ensure smooth transitions and alignment with client business objectives.
• Act as a point of escalation, addressing customer issues promptly to drive satisfaction and loyalty.

Performance Monitoring & Strategy:

• Track and report on key metrics like customer health scores, retention rates, NPS, and product adoption to monitor team performance and mitigate churn risks.
• Standardize best practices across the team for consistent, high-quality customer interactions.

Cross-Functional Collaboration:

• Partner with internal teams to represent customer needs and drive alignment on shared goals.
• Provide senior management with regular updates on customer success performance and opportunities for improvement.

Customer Advocacy & Education:

• Encourage brand advocacy by transforming satisfied customers into enthusiastic champions.
• Lead customer education initiatives through training materials, resources, and ongoing communication.

Requirements

• 5+ years in Customer Success or a similar client-facing role within SaaS or technology.
• Proven leadership and coaching skills to inspire and develop high-performing teams.
• Exceptional communication skills, with the ability to engage stakeholders at all levels.
• Strong organizational skills and the ability to manage priorities in a fast-paced environment.
• Proficiency with Microsoft Office/Google Workspace.
• Critical thinking, problem-solving, and attention to detail.

Benefits
As a fully remote company, we prioritize flexibility, balance, and personal accountability. At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a part of your overall life experience, we are dedicated to providing robust support so that you can bring your best self to work.
Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. We strongly encourage candidates of all different backgrounds and identities to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.